Refund policy
RETURN AND REFUND POLICY
Last updated: 15 September 2026
30-DAY RETURN POLICY
Shop Willson offers a 30-day return policy. You have 30 days after receiving your item to request a return.
This voluntary 30-day policy is in addition to your statutory rights under UK consumer law.
To request a return, email t.willson2892@gmail.com with your order number, the item being returned and the reason for the return.
Approved returns should be sent to:
Shop Willson
20 Irwell Road
Maidstone
ME17 3XE
United Kingdom
Please wait for return instructions before sending the item. Contacting us first helps us identify and process your return and does not affect your statutory rights.
RETURN CONDITIONS
For a voluntary change-of-mind return, the item should be returned in the condition received, with its tags, accessories and original packaging where reasonably possible.
You may inspect or try an item as you would in a shop. We may reduce the refund if handling beyond what is reasonably necessary has reduced the item’s value.
A receipt, order confirmation or other proof of purchase will be required.
CHANGE-OF-MIND RETURN POSTAGE
The customer is responsible for the cost of returning an unwanted item. We recommend using a tracked postal service because the item remains your responsibility until it reaches us.
Original standard delivery charges will be refunded where required by law. If you selected a more expensive delivery method, we are only required to refund the cost of standard delivery.
For voluntary returns requested after the statutory 14-day cancellation period, the refund may be limited to the item price.
FAULTY, DAMAGED OR INCORRECT ITEMS
Please inspect your order when it arrives.
If an item is faulty, damaged, not as described or you receive the wrong item, contact us promptly at t.willson2892@gmail.com with your order number and photographs where appropriate.
Shop Willson will cover reasonable return costs for faulty, damaged or incorrect goods where required and will provide an appropriate remedy under UK consumer law.
Your legal rights are not affected by this policy.
CANCELLING AN ONLINE ORDER
For most online purchases, you have the legal right to cancel within 14 days after receiving the goods without giving a reason.
After telling us that you wish to cancel, you normally have a further 14 days to return the goods.
EXCEPTIONS
Certain goods may be excluded from change-of-mind returns where permitted by law, including:
• Personalised or custom-made products
• Perishable products
• Sealed hygiene-sensitive products after the seal has been broken
• Sealed audio, video or software products after unsealing
• Gift cards where cancellation rights have expired or the card has been used
These exceptions do not remove your rights when an item is faulty, damaged, incorrectly supplied or not as described.
SALE ITEMS
Sale and discounted items have the same statutory rights as full-price items. Eligible sale items can also be returned under our 30-day return policy unless a lawful exception applies.
EXCHANGES
We do not currently offer direct exchanges.
The quickest option is to return the original item and place a separate order for the replacement. A replacement order is subject to stock availability.
REFUNDS
We will notify you after receiving and inspecting the return.
Approved refunds will be made to the original payment method. Where statutory cancellation rights apply, the refund will be issued within 14 days of receiving the returned goods or evidence that they were sent back, whichever is earlier.
Your bank or payment provider may take additional time to display the refund.
CONTACT
For questions about a return or refund, email: